ADT Customer Reviews - Page 2 of 3

Average Rating:

Rating Summary:

5 Stars

51.85 %

4 Stars

31.48 %

3 Stars

16.67 %

2 Stars

0 %

1 Stars

0 %

Costs an extra $7 monthly since ADT bought Brinks.

Stay away from ADT. My alarm system was installed by Brinks and it worked fine, which has not been the case with ADT since I have Vonage, they claim that VONAGE will not work with ADT and I will have to pay $7.00 extra a month to become wireless besides signing a contract for 3 years.

(3 out of 5)

ADT SecurityApril 29, 2011 Anonymous

Service problems are finally too much to handle.

I’ve been an ADT customer since 1997 and have nothing but great things to say about their monitoring service…very prompt and always courteous. Service, on the other hand, is obsurd! Two years ago, my home took a direct lightening hit and caused extensive damage. ADT’s service tech was like a bull in a china shop and damaged window treatments, knocked a vase over and didn’t EVEN pretend that he liked his job or wanted to be here. He made no apologies for any of his damage, and, mind you, my home isn’t cluttered and has sparse furnishings.

When he left he stated that the control panel needed to be replaced, set me up for 3 appts. and stood me up every time. When I complained to customer service, I told them NOT to send the same tech back to my home. They were kind and agreed. Of course, who shows up?…the same guy–happy as ever to be here. He then decided that I didn’t need the new panel and all was well even though it sounded like a hoarse cricket, various zones alarm without reason, and takes 20 seconds to bypass a zone. He said that it was normal.

Customer service was to send an “evening shift” tech out and he stood me up, too. Finally, he called me and told me that these problems are “normal”, also. At that point I gave up and dealt with a limping system as I couldn’t bear the indifference and negligence anymore. Months later my entire system goes down and they offer to send the same guy out at an astronomical hourly rate. Needless to say, I’m shopping around.

(3 out of 5)

ADT SecurityApril 29, 2011 Anonymous

Friendly rep checked in after tripped alarm.

I have had my system installed for about a week now, and while asleep today, it was storming, and it set off the gsm system. I was called immediately and awakened by the phone call. (I was upstairs and had the tv on too loudly and did not hear the alarm) The woman that called was extremely nice and stayed with me as I checked everything to confirm that it was a false alarm. I was very please with her patience and understanding of my fear during our time on the phone.

She stayed with me while I checked the entire house, closets and all, lol, and of course asked me for my security code word. Over all I am very pleased with the response. I believe I would like to check into getting a second alarm to sound upstairs so that I can hear it better, but that was not the fault of ADT.

(5 out of 5)

ADT SecurityApril 29, 2011 Anonymous

ADT is a small price to pay for home security.

We have had ADT as our home security system for 4 plus years. We have been nothing but happy with them. Our alarm works properly and well. After my son accidentally set off the alarm last year, ADT immediately contacted us and the police arrived at our door shortly there after.

Customer Service has always been good as well as getting ahold of a representative. Our quarterly rate has gone up a few dollars twice in the past 4 years however, contrary to complaints I don’t find it to be a negative. ADT monitors my family and keeps us safe, it is a small price to pay for good service!

(5 out of 5)

ADT SecurityApril 29, 2011 Anonymous

Fairly happy with ADT services.

We have had ADT for 3 years. Don’t like the price increase w/out warning (it’s up to $56.47/mo) in Ohio and the charges for someone to just come out and look at a problem. Otherwise, it’s been a nice company with kind people.

(4 out of 5)

ADT SecurityJanuary 3, 2011 Anonymous

Pretty good except for the sales reps.

Alarm is excellent. The sales rep not so after he makes the sale. Still waiting for my CAA dollars 3 months later. Alarm is excellent & installer was very good.

(4 out of 5)

ADT SecurityOctober 30, 2010 Anonymous

ADT provides overall fair service.

I have used ADT alarms for the last 6+ years in two different states.

I’m considering a different company because the initial outlay of cash is substantially less, though the monthly service fees would be made up in 5 years.

While looking at reviews for that company, I realized that people mostly create reviews when they are upset at a company, and want to warn others of their mistakes, or what they feel are slights against them. So, I decided to review ADT while I was here to give other consumers the benefit of my experience, for whatever it is worth…

ADT has always been a very professional company that has given me exactly what I contract for. It isn’t always the cheapest, but they have never tried to ‘scam’ me either. They may offer additional capabilities (extra control panels, etc.) at normal costs, but everything has always been at face value. I consider ADT to be the consummate alarm company, but like all others will have customers that aren’t happy (due to a fault of ADT, their sales force, installer, or the fault of the customer).

I’m not sure if I will go with them for this house, but I do know that if I do, I will get exactly what I pay for.

(4 out of 5)

ADT SecurityOctober 14, 2010 Anonymous

Slight hiccup before fixing problem.

We signed up for an ADT security system due to increased incidents of crime in our Bethesda, Maryland neighborhood. At the time of signing, however, our house was being remodeled, and contractors/laborers were entering and leaving daily. We made only one stipulation to the salesperson: that there would be no monthly monitoring fees until we decided to actually activate the system, at which time we would notify ADT that we had activated. The salesperson agreed. However, we have since been receiving bills for monitoring service that we have not utilized. To date we have been unable to contact the salesperson about this matter, and we have not paid their bills. Our dilemma continues.

Update:

Recent development: late Friday, July 9th, my wife said the salesperson gave us a $90.00 credit representing three months’ charges. We are satisfied with that response, and hopefully things will revert to normal for the balance of the contract period.

(4 out of 5)

ADT SecurityJuly 11, 2010 Anonymous

Good service but sick of price increases!

I’ve had ADT for about 4 years. Never had any issues . . . even with Comcast Digital Voice. And yes, it’s been tested! My issue was that they kept raising the price which was NOT justified. Costs aren’t going up and I’m not getting any better equipment. In case anyone is curious, your contract probably does allow termination on price increases (mine did)– although they did offer to waive the price increases once I told them I had signed up with someone else because I had had enough of their increases!!

(4 out of 5)

ADT SecurityJuly 10, 2010 Anonymous

Moving overseas with ADT is a nightmare.

I have been an ADT customer for 4 years and due to moving overseas I called to cancel my service today.

It took over 30 minutes on a constant advertisement before I got through to a customer service representative. When I got one I explained that I would be moving overseas and needed to cancel my service next week. The woman said just one minute and put me on hold for another 10 minutes before a different representative got on the line and started talking to me like I was a new caller. This second representative did not want to give me her name but after I insisted I was reluctantly told “Kim” (which I doubt is her real name).

After explaining that I wanted to cancel my service she stated it would take 30 days to do this. I insisted there is no such requirement on my contract. Kim then put me on hold without waiting for a response from me. I felt fortunate that she came back after 5 minutes and said that they would cancel it next week as requested and provide a refund since services had already been billed to my credit card. I requested some confirmation of this either via a letter or e-mail and Kim stated that ADT does not provide either of these. I have to take her word that it is being done.

So I will have to wait and see if I will have to go after ADT for the payment made and if things are properly canceled so they don’t bill me again.

I had no problem with ADT when I was a customer but if this is the service I get when canceling I will not be returning to ADT in the future.

(3 out of 5)

ADT SecurityJune 24, 2010 Anonymous

ADT made huge billing mistake but took care to fix it.

ADT has been double billing me for three years. When I moved from my previous address to my current address, I contacted ADT via their web site and arranged for alarm service to be stopped at my previous address and for a new system to be installed at my new residence. I put the automatic monthly charge on a different credit card. ADT installed a system in my new residence, but never stopped billing me for my cancelled service.

I discovered the double billing in March 2010 and contacted ADT corporate customer service about it. I’ve contacted them three times since. Each time the response is “Give it a little more time”. I get the impression the customer service representatives are reading from a script. ADT owes me $1,534. It’s been almost two months. If my wait reaches two months, ADT has lost a customer.

Update:

After a considerable wait and some communications difficuties, ADT investigated my claim, found it to be valid, and refunded all the money due to me. ADT Customer Service representatives were very helpful and courteous throughout the process. They even called to confirm that I had received the refund. I intend to remain an ADT customer for the forseeable future.

(4 out of 5)

ADT SecurityMay 28, 2010 Anonymous

Very happy with ADTs service.

I was being solicited by Pinnacle to change my service from ADT to a completely wireless system. The cost would be an additional $11 a month compared to ADT.

So I decided to research wireless vs. wired and found all the reasons why hardwired is preferred. But I wanted to look at reviews for companies and started reading them re ADT. I have to say I was surprised by all the negative reviews of ADT service. I have been with the company for about 6 years, 5 years at our prior home, and 5 years at our home before that, and have always had very good service. Our system was already installed when we moved in and we had it upgraded a year later with additional door sensors to cover every possible opening. It actually works too well sometimes because we have accidentally tripped it a number of times.

They always call and go down the list and have sent the authorities out on a few occasions when we failed to get the calls through our own fault not the company because they have always left messages that they called. When our back up battery was failing, I contacted them and they immediately sent out a technician to install it which was included in our service. The technicians have always been polite and he even tested it for me and gave me an opportunity to ask questions about the system and reviewed with me how to get the most out of my system.

I just felt compelled to write this because I really do rely on people’s reviews and I know sometimes only the people who have bad experiences take the time to write a review.

Update:

I had a positive review and they have continued to maintain a good level of service.

(4 out of 5)

ADT SecurityMay 7, 2010 Anonymous

ADT takes a while but at least they got around to it.

In July 2009 I went online to the ADT website and asked for a home security system to be installed in our new home.

ADT sent their dealers Eversafe who promptly took my credit card number and charged $99 and left saying everything was working. In the first week we suspected the system was not working. When we called Eversafe they responded saying first week is a testing period and it would not work. After that every time we go out we religiously arm and and disarm the system until Thanksgiving Day. We forgot to disarm the system and no one called us.

When we called ADT they tested the system and said our system was not working and to come out they would charge $158 an hour. They asked us to contact Eversafe who refused any service after first three months. I wanted to cancel the system but they would not allow me to do that saying I have signed a three year contract. I called the credit card company and put a hold on all the payments I made since installation. Then ADT called me and sent their Technician. This man tested the system and said it was never connected to ADT security at any time and also showed us how the Eversafe Technician messed up our wiring system in our new house. He could not fix the problem and he said he would have to bring an expert to set it right. The next week he came with an expert as promised and they took the old system out and installed a new system and showed us it was working.

In the meantime, Eversafe called and wanted to send their Technician because I was disputing their charges too. ADT Technician asked me not let the Eversafe man in and said I could release their money as they would settle it among themselves. Also when I asked about the credit for all the months I paid without a working system being installed, he said, if I call ADT they would credit me all that money. To my dismay, ADT reveresed all the charges on 12/28/2009 with my credit card company and started charging me as if nothing happened. When I asked for the credit, they said I should call Eversafe. When I called Eversafe, they refused to honor my request.

If you see in the ADT website, they have advertised saying if we are not happy with their system we can cancel it within 6 months. When I asked them to cancel it, ADT said, since it was their dealer who fixed the system, this clause does not apply. I never went to their dealer. I went to ADT and they sent their dealer.

The bottom line is, ADT and their dealers install a toy to pretend as if it is working. Once you sign a contract there is no way out. I am contemplating taking both ADT and Eversafe to small claims court in New Jersey. Beware of these scammers!

Update:

The problem has been resolved and I am extremely happy with the professional way in which the staff handled this after I complained. Though I wish this never happened, I am glad that ADT is willing to rectify the deficiences.

(3 out of 5)

ADT SecurityNovember 20, 2009 Anonymous

Remember, 98% of the time ADT is great.

Anyone reading these reviews keep in mind that all major companies are not able to satisfy everyone and the bigger the company, the more complaints.

This is true with any industry not just alarm companies. If 98% of the people out there are happy, any company out there has done a great job. But when you have a few million customers you are going to have tens of thousands of unhappy customers. The problem with the internet is that people usually post complaints, very few who are satisfied go out of their way to let you know they are happy(what is the benefit for them?).

But being an ADT customer myself, and a dealer employee, I am very pleased with my service and have not had a single problem. I have heard far more customers rave about ADT than be unsatisfied. The bottom line is, it all depends on who assists you though the sales and installation process. Did a jerk help you? Or a nice honest person? (with thousands of employees, sometimes that is hard to control) … sadly not everyone cares about you, some just care about the all mighty dollar.

If ADT was a horrible company, like some of these reviews state, would ADT still be in business? How about for the last 130 years?

(5 out of 5)

ADT SecurityNovember 17, 2009 Anonymous

Big thanks to ADT!

We have had ADT since June 2006 and have had a very good experience with it all around.

We had a break in over the Labor Day weekend when we were away and the system did its job – nothing was stolen and nothing was damaged because as soon as the alarm started its warning beeps, the perpetrator just made a beeline for the door. ADT did everything right – called us on the home phone, which I had forwarded to my cell phone (but they have continued on down the call list with incidents such as false alarms in the past) – and together we determined right away that the police should be called, which they did. ADT called me again when the police tripped the alarm a second time as they went through to check and secure our house – together with ADT we directed a 15 minute “ignore” on the alarm so the police could do their job. Not only were we able to continue our weekend away but we even got a good night’s sleep, thanks to ADT.

The reason I am on this web site is that we will be expanding our system to include more door contacts in the garage, and also for video surveillance for our business lot adjacent to our residential lot. The installer, State Wide, no longer regularly offers ADT (they finally said they could provide us with ADT expansion if we choose to stay with ADT – Thanks!) and they want us to switch to Monitronics for less expense.

I looked at the reviews for Monitronics and they seem much worse than anything I have read here for ADT. A lot of the reviews on this page seem like they refer to the sales rep./installer rather than the actual service – or issues with canceling – it’s hard to tell where the problem lies in those cases.

Anyway, ADT has been the right system for us and I believe we will be staying with them – the cost is worth it in my book.

Update:

We continue to be very happy with ADT. In fact, just yesterday I was testing my keychain button for the alarm, which has a panic button on it – I pressed the panic button to see what happens, the alarm went off immediately

in all its glory (loud!), and I canceled the alarm within about 3 seconds. A few seconds after that the phone rang and there was an ADT representative checking to see if the police needed to be called – he followed all the proper procedures to ensure that I did not need assistance – everything was done right, as has been our experience since Day 1 with ADT.

Thank you again for this opportunity to register a compliment to this company – all too often, people only take the time to file complaints.

(5 out of 5)

ADT SecuritySeptember 18, 2009 Anonymous

Use some common sense people!!

To the person that wrote: “ADT is incompetent, inconsistent, and inconsiderate. I have to speak to a manager every time I call because the (see Aug 30/09 review)”

Its common sense that you must test the system yourself weekly. If anything, it should say it ON the keypad! Why is it up to someone else to test it for you? When you buy a car from a car dealership, are they checking on it a year down the road to make sure your brakes are wearing correctly? Or that it even starts everyday as it should? NO. I don’t know why people think its any different, for ANY Security system! It’s in your home, and its up to YOU to make sure it works!

Since you have ADT, you can also have a technician come out and send out a monthly “TIMER TEST” to make sure communication is correctly working. Because its obviously too hard for you to take 5 minutes of your time and call the monitoring center, put your system on test, and do a walkthrough with the associate over the phone to test the system.

Damn, call your sales rep and they will even help you out!

(5 out of 5)

ADT SecuritySeptember 10, 2009 Anonymous

Pleasantly surprised by ADT.

I have been with ADT for about 6 yrs and luckily, I haven’t had a burglary or fire but I’ve always felt my home was protected if there was one.

Recently, I had a communications failure with my system which I found out about by them calling me. I admit I haven’t been doing the monthly tests so I wouldn’t have known until I tried to arm my system and I got a code showing something was wrong.

Anyway, when they couldn’t fix the problem over the phone they told me a service call would be $100 unless I had a maintenance plan (extra $5/mth). I didn’t have one so I asked if I could start one and have this service call be covered under the plan. I was told it wouldn’t because it was faulty before the plan goes into effect (30 days). Of course I was thinking “so this is how they rip people off”.

I was thinking of changing companies until I called ADT again a few days later to see if I could work something out with them. I was very pleasantly surprised when the customer rep not only didn’t charge for the service call but in addition, gave me a year maintenance plan free and my next month’s monitoring service free! Also she was able to have someone come out the same day!

I was almost speechless that they would do this and I can be a hard person to please. I felt that for all the bad reviews other people have posted, people should see this good review and see that ADT does provide good customer service.

They are awesome, thank you ADT!

(5 out of 5)

ADT SecurityAugust 18, 2009 Anonymous

Surprised to see the negativity, everything is fine here!

We had our ADT system installed in just the last couple of weeks and I must say that I am confused as to all of the bad reviews concerning the customer service and installation.

The young man who sold us our system was knowledgeable, professional and went over everything with us in great detail. He also answered our many questions. The installer arrived promptly and did a great job installing our system, everything was tested.

We had one door sensor that was an issue. I called customer service (they were also very professional) and they diagnosed the issue via phone, explained how to bypass that particular sensor so that the system would be functional until the service rep could arrive. Again, the service rep arrived promptly and fixed the sensor that was an issue. I was somewhat skeptical regarding the motion sensor installed in our sunroom, but learned very quickly just how good it was when I accidentally set it off – I was barely in the room and it detected me.

So far, we are very pleased. Will be glad to offer an update at a later date.

(5 out of 5)

ADT SecurityJuly 12, 2009 Anonymous

Moved in with ADT, happy with service.

I inherited an ADT system when I moved in four years ago–originally using landline, now wireless–and have been generally pleased with the system’s reliability and ADT’s service and response.

In the beginning, it bugged me that I signed into a 3-year commitment (didn’t read the contract very well), but I have no regrets. I am now month-to-month and haven’t changed companies because I know what I’m getting with ADT.

My big wish is that ADT would give customers an option to monitor/arm/disarm the system via the web like some NextAlarm or Alarm.com. This feature would certainly help keep me an ADT customer for a long time.

(4 out of 5)

ADT SecurityFebruary 18, 2009 Anonymous

Satisfied with my ADT service.

I’ve had ADT for a few months and thus far am completely satisfied. The Tech who installed the equipment was extremely knowledgeable, professional and courteous. Explained everything to me in detail and took his time in making sure we understood how the system works and if we had any question. I couldn’t say enough about how pleased my husband and I were with the experience.

I’ve called customer service to ask questions and each time received the same good and friendly service.

Our tech told us that we should test the system each week or at least once a month just to make sure there are no issues with the equipment. So I would assume that it is the CUSTOMERS’ responsibility to make sure that the system is in good working order. I read complaints from other posters on this forum blaming ADT for not knowing that their system was malfunctioning. Perhaps if they checked their own systems, they would have discovered the problem!

Perfectly happy thus far with our equipment and service from ADT.

(4 out of 5)

ADT SecurityFebruary 5, 2009 Anonymous

Occasional mistakes but generally good service.

I’ve had ADT for about 15 years. Never updated, and everything still works the way it had the first day.

We have had plenty of false alarms including the smoke detector from steam in the shower and me setting the alarm while the dog was in the house (brainfart). However every single time I have gotten a call from ADT within 5 minutes.

The fire dept or police have shown up as well even after we stated a false alarm. I live in a high crime area of southeast San Diego so that could be why we have such a quick response. I truly feel it depends on the police dept and equipment. We are thinking about upgrading to a wireless system but there is a battery drawback.

(3 out of 5)

ADT SecurityFebruary 3, 2009 Anonymous

ADT has been a great help!

I am completely pleased with ADT.

We had our system activated over the phone and they were able to check the windows, fire alarms, and doors were working over the phone using their system. Luckily they were able to see a couple of the windows weren’t working and immediately scheduled to send out someone to fix it in a couple days between 2-4pm.

2 days later he shows up at 1pm! He was happy and friendly. My husband wasn’t home yet so I wasn’t sure which windows were causing the problems but he went through every window in the house and replaced or fixed the magnets. The system battery was showing it was low so he replaced that, no fee or charge. After doing all that he checked the alarm, went through and opened every door and window, made sure it came up on the alarm.

After reading all the reviews on this website I was almost positive he would either not show or would show up late, not be friendly, do a lousy job fixing things.

But it was none of that and I am suprised at how thorough and friendly everyone has been.

(5 out of 5)

ADT SecurityDecember 28, 2008 Anonymous

Do your homework, ADT is by far the best.

Before I do go on about ADT let me just tell you that ANYONE can post reviews on here & you can never tell whether they’re legit or not. Just saying.

But, ADT is the nation’s largest company by far. They have over 6 million customers. That’s a fact. I think the numbers speak for themselves. Not only that, they have 5 monitoring centers in the nation. The leading competition, Brinks, has two. If a natural disaster were to happen in that area, you would not be monitored. Sad truth.

I have talked to many people at ADT and the customer service was better than satisfactory. Before you make your choice, call the companies and get LEGIT information.

(5 out of 5)

ADT SecurityDecember 24, 2008 Anonymous

Feeling very safe with ADT.

I have been with ADT for over a year now, and I think they’re great.

Yes they had subcontractors do the install, but they knew what they were doing. Its hard to believe they would send out untrained monkeys that would steal from you as their name is involved. Sometimes I forget its on when I wake up and open a window…. they call immediately. Sometimes I lean on the keychain…. they call.

I feel very safe leaving my home in their hands, and I recommend anyone reading this that is shopping around to trust them too.

(5 out of 5)

ADT SecurityNovember 18, 2008 Anonymous

Doing what is expected of you will fix 90% of your problems.

I have been employed both as a technician and in sales for several different alarm companies over the years. In reading the reviews on ADT I have to say that they sound like typical comments made by people who were not willing to properly invest in their security system. Many of these reviews are with regard to dealers, which are their own companies using their own equipment. You cannot judge the corporate ADT entity based on these. People choose these companies because they are the cheap option. Well guess what. You get what you pay for.

There are comments about wireless receivers not being programmed and devices not being monitored. Basically impossible. A technician is required to send in test signals for each device. If a device disappears off of a truck it better have been installed and signals sent in. There is a tight inventory kept. If the test signals went in, then the receiver was set up correctly.

Other people complained about no low battery signals. The low battery signals happen 7 days before the battery goes dead. If it goes dead, the alarm panel displays and transmits a loss of supervisory signal because the device stopped reporting in. The redundancy of the systems covers these problems. There is a complaint about a $100 cost for a battery. Ridiculous. Those batteries cost $20 or less. The trip charge is what costs.

The funny thing is is that they are covered in the maintenance program. Often customers don’t want to sacrifice one triple grande latte a month in order to pay the additional handful of dollars for maintenance. If you opt not to pay for maintenance, don’t whine when you have to have something serviced. I mean, we are talking about electronics here. Stuff goes bad. Your $3000 52″ LCD tv will have problems. It is possible that an alarm device will as well. You took the chances by not getting maintenance.

The fact of the matter is that ADT has the most extensive monitoring capacity and the widest range of equipment available in the market. There is no comparison to other companies who are niche companies that use less sophisticated and refurbished equipment to sell to the bottomfeeders on the market. If you want to do something, do it right. Make the investment. It is ridiculous to expect to spend $99 to protect your home and investments. Such systems are illusive in what they will provide, and the companies who sell based on such prices are a gimmick. If you want a real security system you will have to invest in it. Then you have the right to complain. But I bet the chances of complaint have just lowered drastically.

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